PARATRANSIT SERVICE REPRESENTATIVE
Job Summary – Essential Functions:
The Paratransit Service Representative is responsible for assisting customers by efficiently scheduling trips on various CATA paratransit services in a manner that is cost effective, efficient, safe, and provides the highest level of service quality possible. The essential functions include the following:
- Promptly answer paratransit office telephones and provide excellent customer service.
- Schedule requests for paratransit service that are the most cost effective, efficient, and safest possible.
- Consult with Paratransit Scheduler to resolve service and scheduling issues.
- Create and maintain customer files, location files, vehicle files and operator manifests
- Create, edit, and discontinue runs when schedules change.
- Process telephone and written requests for information and service.
- Assist in implementing procedures for paratransit services.
- Provide backup and relief for paratransit dispatch.
- Know and provide customers with information on all CATA services and service areas.
- Provide timely, reliable, and effective reports and communications, written and oral.
- Assist the Paratransit Manager, as requested.
- Provide backup and relief for other Paratransit and Customer Service Department personnel.
- Participate as an effective member of the CATA administrative team and perform all duties described.
Reports To:
Paratransit Manager
Duties:
- Utilize software applications, including Trapeze Pass.
- Enter customer concerns and compliments in the Customer Call Record database.
- Accurately maintain customer and ridership records to meet State and Federal reporting regulations.
- Maintain good and professional relations with customers, CATA contractors, and human service agencies that schedule services, and the public in general.
- Refer customers to other services as applicable.
- Provide required data, materials, and reports, both oral and written.
- Follow high standards and practices at all times, including adherence to CATA’s commitment to equal employment opportunity.
- Work flexible schedules as needed outside of regular business hours and in excess of 40 hours per week to meet responsibilities.
- Maintain service and quality standards.
- Follow and promote safe work practices and all CATA safety rules, policies, and procedures.
- Consistently provide prompt, courteous, and appropriate service to the public.
- Know and perform all job duties within essential functions and as directed by CATA management, policies, procedures and contractual agreements.
- Perform other duties as required by the Paratransit Manager.
Qualifications:
- High school degree minimum.
- Must have very good data entry, typing, and map reading skills.
- Excellent customer service skills.
- Proficient computer skills, including Microsoft Office Suite and other current computer applications used at CATA.
- Experience with transit software programs preferred.
- Able to communicate effectively with contractors, customers, and employees.
- Able to communicate effectively, handle details, meet deadlines, and work independently and under general direction.
- Very neat and professional appearance.
- Able to perform essential functions and duties and to perform other tasks as assigned.
- Cooperative, willing to work with and learn from others, and able to respond productively to change.
- Punctual and reliable attendance as necessary to meet ongoing service requirements for public transportation.
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THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED.
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